Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

Glorence S. De Ynchausti

Truganina,VIC

Summary

A driven, resilient and organized individual who has an excellent interpersonal skill with 18 years’ experience in Ecommerce, courier/logistics industry with various multinational organizations.

Seeks to leverage top-notch managerial and organizational skills to boost efficiency in the company I am working with. Managed a team of 7 Logistics Associates in a high-volume Ecommerce / Logistics business. Improved KPIs like Package Not Ready by 20% and Seller Closed by 2%.

Overview

19
19
years of professional experience

Work History

Senior Manager

Lazada
06.2022 - 03.2023
  • Fostered strong positive relationship with local Lazada sellers
  • Improved overall Seller experience and service quality through understanding seller needs and channel these for internal improvement opportunities with respective stakeholders
  • Contributed to the growth of Lazada Logistics’ market share by working closely with related stakeholders
  • Monitored and analysed seller's performance to identify operational issues, gaps to meet the KPIs & root cause for non-compliances on SLAs
  • Supported in setting up seller related policies to manage seller’s operation with positive impact to entire end to end on-time delivery
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Evaluated hiring, firing, and promotions requests.
  • Key Achievements: Maintained values rating consistently at "A" which exceeds expectation, exceeded target KPI on seller education, project member of Rewards & Recognition Champions of Lazada Logistics.

Seller Operations Experience Manager

Lazada
03.2020 - 05.2022
  • Provided report findings from the Seller interactions and report to local and regional Management
  • Key stakeholder in driving initiatives related to streamlining processes, implementation of new projects and change management to improve Seller and First Mile end-to-end operational performance from order fulfillment to on-time delivery to customers
  • Served as third level escalation point of contact for Sellers and collaborate with Lazada Partner Support (PSC) to troubleshoot operational issues, mitigate risks and bottlenecks related to on- time order delivery
  • Proven ability to develop and implement creative solutions to complex problems.
  • Key Achievements: Attained 3.75 Performance Rating on Year-end KPI which means exceeded expectation; sent to Singapore to represent team on a Regional Workshop; served as Interim Head of Department when the Senior manager left the company.

Process Excellence Manager

Lazada
01.2019 - 03.2020
  • Conducted periodic internal reviews or audits to ensure that process and Standard Operating Procedures (SOPs) are followed
  • Maintained documentation of process compliance activities, such as procedure, processes and recommendation using sound business judgement
  • Ensured past audit recommendations are implemented in current audit process
  • Evaluated impact of process change on overall operation and determined return on investment.
  • Key Achievements: Implemented regional projects and SOPs successfully across 45 hubs; exceeded target number of hubs to audit monthly by 10%; part of the Core team who authored Last Mile Blueprint for 12.12 Mega-campaign; served as Head of Campaign Control Tower.

Global Account Manager

DHL Express
01.2017 - 01.2019
  • Identified, established and managed multi-tier relationships across customer and DHL organizations to ensure a long-term business partnership and achievement of corporate goals
  • Provided customer orientation service at all times relating to specific sales and customer expectation issues
  • Contributed to the global bidding or RFQ process when requested
  • Coordinated the development and delivery of services & solutions that provides consistency and reusability to enable customers to achieve their corporate objectives and gain competitive advantage through DHL
  • Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
  • Key Achievements: GAM [Global Account Manager] with Highest Shipment Per Day Growth vs Target for July 2018; top 1 Global Account Manager for GSS [Global Sales System] on February & July 2018; spearheaded Customer Events in Calamba & Batangas; sent to Singapore twice to attend leadership and industry workshops.

Field Sales Executive

DHL Express
03.2014 - 12.2016
  • Built a strong client relationship through client visits to ensure that the account performs to its maximum potential, reduced attrition rate and minimized opportunities for competitors to gain business
  • Converted qualified leads into customers (First Time Buyers) and developed and penetrated existing accounts (Retention & Development)
  • Managed a portfolio of customers and potential customers via personal sales visits, using face to face contact to provide a service solution to customer
  • Key Achievements: Consistent awardee of ICCC [Insanely Customer Centric Culture] Perfect 10 from Yr2016 to Yr2018; ranked # 1 in GSIP Consolidated 13th month average score from August

Account Manager

TNT Express
03.2013 - 03.2014
  • Formed professional and appropriate relationships within customer organizations through face- to-face contact in order to meet customer needs
  • Provided a channel of communication between TNT and its customer, facilitating resolutions of complaints and queries (i.e., service failures, invoice queries)
  • Established appropriate relationships and communicates with other relevant functional areas
  • Completed and updated customer information and documentation as required by the business
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

Major Accounts Inside Sales Executive

TNT Express
08.2008 - 02.2013
  • Established and maintained long-term customer relationships, over the telephone, with Local MA, child accounts of National, Global Account and multi-country customers, within their portfolio, in order to achieve the profitable growth of each of these customers
  • The role also calls for the provision of administration support in all matters relating to the MA within the portfolio
  • Proven ability to learn quickly and adapt to new situations.
  • Strengthened communication skills through regular interactions with others.
  • Key Achievements: Employee of the Quarter - Q2 2008; consistent achiever as Best Major Accounts Inside Sales Executive from Q4 2009 - Q4 2012; promoted as Account Manager; CIT Favourite YR2008 & 2009; Long Service Award (5 Years of Service).

Executive Assistant

TNT Express
12.2006 - 08.2008
  • Provided clerical support to the GAM & Logistics direct Managers, and to provide timely and accurate internal and external communication
  • Maintained Departmental stationery and stock requirements and filing system in line with defined procedures
  • Dealt politely and efficiently with all guests, telephone calls and messages
  • Performed administrative duties to ensure the efficient organization of the GAM & Logistics direct Managers, and to actively pursue ways of improving Departmental administration
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Organized and coordinated conferences and monthly meetings.
  • Key Achievements: Promoted to Major Accounts Inside Sales Executive; core team member of Company Events Committee.

Front Office Receptionist

TNT Express
04.2005 - 12.2006
  • Ensured all walk-in clients and visitors are assisted courteously and promptly
  • Ensured complaints and requests received through trunk line is endorsed to CS acted upon immediately
  • Ensured calls are handled politely and are accurately transferred to correct person or department
  • Ensured all requests from other departments are acted upon promptly and results are communicated as required
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Key achievement: Promoted to Executive Assistant to the Country Sales Director

Cashier

Watsons
07.2004 - 01.2005
  • Counted money in cash drawers at the beginning of the shift to ensure that amounts are correct and that there is adequate change
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Issued receipts, refunds, credits, or change due to customers
  • Calculated total payments received during a time period, and reconcile this with total sales

Education

MBA - Project Management And Health Services Management

Kaplan Business School
Docklands, VIC
03.2023 - Current

Bachelor of Science - Physical Therapy

De La Salle University

Higher School Certificate - undefined

Imus Institute of Science and Technology

Skills

Analytical Thinking, Team Leadership, Interpersonal Sensitivity, Autonomy, Resilience, Problem Solving, Customer Service, Stakeholder Management, Negotiation, Time Management, Commercial Acumen, Computer Literacy, Leadership Diversity, Organisational Managementundefined

Timeline

MBA - Project Management And Health Services Management

Kaplan Business School
03.2023 - Current

Senior Manager

Lazada
06.2022 - 03.2023

Seller Operations Experience Manager

Lazada
03.2020 - 05.2022

Process Excellence Manager

Lazada
01.2019 - 03.2020

Global Account Manager

DHL Express
01.2017 - 01.2019

Field Sales Executive

DHL Express
03.2014 - 12.2016

Account Manager

TNT Express
03.2013 - 03.2014

Major Accounts Inside Sales Executive

TNT Express
08.2008 - 02.2013

Executive Assistant

TNT Express
12.2006 - 08.2008

Front Office Receptionist

TNT Express
04.2005 - 12.2006

Cashier

Watsons
07.2004 - 01.2005

Bachelor of Science - Physical Therapy

De La Salle University

Higher School Certificate - undefined

Imus Institute of Science and Technology

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Glorence S. De Ynchausti